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Dell unable to get me the computer I ordered from the Outlet store. Wasted 10 hours.
1. Receive coupon for 30% off All-in-One in outlet store.
2. Order a 2720 computer spec'd to have discrete graphics card (nVidea 750.)
3. Receive base model All-in-One instead (no discrete graphics card.)
4. I go to the online support but it flags my service tag as being from the wrong country (apparently this computer was originally sold in Canada.)
5. Go back to Outlet store and put another one in my basket to buy and call support.
6. Support tells me not to return computer and rebuy, but to instead let them "repair" the computer to add the discrete graphics card. They will send tech to my house to fix. He reiterates this will be faster.
7. I express my concern that I will get all the parts that differentiate the standard from the model with the discrete graphics card (for example the standard model does not come with thunderbolt ports.) The service representative assures me he will order ALL the parts needed.
8. Get a call from service guy that he would like to schedule the time to fix. I ask him to first confirm he has ALL the parts, not just a motherboard. He is frustrated that I would even ask this, but agrees, 1 hour later he calls me and says all he has is motherboard.
9. I tell him not to come out since he doesn't have all parts needed and call back Dell.
10. Dell rep apologizes but tells me that he can't order all the parts, only the motherboard and suggests I just return the computer. I tell him I was going to do that in the first place but was told not to and now the 30% coupon is expired. He suggests I cancel the order and reorder but call the outlet store for the order and they "should" match the coupon even though it is expired. I say I'd rather not go through another order if I don't have to and would prefer to just get this order corrected. He forwards me to another rep.
10. This rep tries to schedule someone to come and fix my computer again. I tell them that is a bad idea because they couldn't get the parts. This rep forwards me to another rep. (I'm now at about 2 hours on the phone for just this call.)
11. Next rep says they will send an exchange. They will send me the computer with the discrete graphics card and in the box will be the return shipping for the original computer.
12. I get a call back, asking me how the repair service went. I tell the guy it didn't go at all because they didn't send the correct parts and they have issued and exchange and why doesn't he know that.
12. I get the exchange computer and it is exactly the same as the one I already have. It is the base model too, with no discrete graphics card.
13. I call back and am told that the last rep made a mistake because they can only exchange a computer for a like computer, and not offer an upgrade. I tell them it isn't an upgrade to the one I ordered. The one they shipped is a downgrade. He apologizes but says there is nothing he can do. He procedes to email me 3 return shipping labels (I now have 4 return labels.)
14. I get another call back asking how my exchange went. I tell the person it did not go well because they sent the same computer and how come he didn't know that? It is as if Dell thinks calling back will make customers happy. Resolving problems will make customers happy. Calling back on unresolved problems and still not being able to resolve them or worse not even knowing they are unresolved will make customers very unhappy.
I missed a bunch of calls back and forth in there but the bottom line is I've spent between 7-10 hours in the Dell tech/customer support cue. I've got two computers here I don't want that I have to box up and deliver back to UPS. I've waited at my house to sign for two computers that I didn't order. It's been 21 days since my original order and I have nothing to show for it except a bill from Dell finance for a computer I still do not have.
As a last ditch effort I tried to reorder and get Dell to honor the coupon price as was suggested by one of the service reps early in the fiasco. I went back to the Outlet store at 7pm EST Saturday and found the computer spec'd the same and put it in my cart. I then clicked on chat but got a message saying that it was outside of normal chat hours. I then tried to call the support number for the order but everytime I chose the option sales support I got a short message saying I could order directly online and then disconnected...dial tone. I called the number again but this time picked support and got someone who gave me a different Dell Outlet store number and forwarded my call, only to be disconnected again. I called the number he gave me and once again I was disconnected by the computer bots with no explanation.
I am so disappointed and frustrated with Dell. It seems like a great product, this 2720 All-in-One but I will order an Apple 27" iMac instead. Yes, it will cost a little more but I know I won't spend 10 hours dealing with Dell's horrible support system.
dlauring
18 Posts
0
May 2nd, 2014 07:00
The ongoing saga, aka, "IF YOU WANT SOMETHING DONE RIGHT YOU HAVE TO DO IT YOURSELF."
It doesn't make sense to me why there is no one manning the Outlet Center sales help lines outside PST M-F hours since the people you do get are often from entirely different regions, like India.
Anyway, I boxed up both incorrect systems and used the two FedEx shipping labels I received (not the 3 UPS email labels) to drop them off at the FedEx center. That took another hour of my time and a 20 mile round trip.
Monday, 4/28, I once again, logged into the Outlet center, put the correct system into my cart, which was priced the same as the one I originally bought, and with a deep breath, connected to the chat to get them to match the original coupon and price.
I spend about 10 minutes explaining my situation to the guy and tell him already have the computer in my cart, all he has to do is match the price. He proceeds to tell me they don't have any computers in the Outlet Center with discrete graphics cards. I repeat I have one in my cart and tell him there were at least two. Next he tells me I have one in my cart, but it is a new PC, not an Outlet version, despite it clearly saying it is and despite me selecting it from the Outlet Center. Before I can even object, he transfers me to new PC sales.
I now have to spend another 10 minutes explaining my situation to the the new sales guy who tells me he can't help me because he can't even see my cart at the Outlet center, and I'm back to the Outlet Center chat.
This time I decide to chat AND call the number. Maybe with two lines in the water I'll actually hook something.
The first thing I ask the chat guy is "Do you have the $1399 model with discrete graphics card." He shows me one. Then I tell him my story and ask him if he can set me up with that one at the price I bought it for before. He says he can but there are long pauses where he says he needs to check stuff and his computer is running slow.
The guy I talk to on the phone, likewise says he can help me and he even emails me the proper configuration with the proper prices attached (the same price I originally paid.)
I'm started to get excited, thinking I am actually finally going to get the PC I paid for almost 4 weeks ago.
The guy on the phone asks me for my Dell finance account info and says he needs a couple minutes to process my order and I'll be done. When he comes back he tells me I have been elevated to a higher level of customer support and they need to "check the system" to make sure it really has the discrete graphics card before shipping it. He says they are holding off on the order and will call me back. ARGHHHHHHH!!! It is like I've been wandering around in the desert for 30 days and someone finally brings me a glass of water and just when it almost reaches my lips he swipes it away and says "we need to be sure this is good water." "You stay right here and we'll be back with water that is definitely going to be good." I beg him to just ship it because what is the chance that this will be wrong too but he says there is nothing he can do at this time because I have been elevated to the highest level of customer support. Why do I not feel lucky then?
Luckily, I've still got the other fish on the line. They guy I'm chatting with. I tell him I was talking with someone on the phone but he wouldn't ship me a computer without "checking it first." The guy on the chat says he will help me and send me a computer today. Eureka! I'm excited again. Except, right when he goes to check me out he runs into the same stone wall. He can't send the computer either because I have been elevated to the highest level of customer support. I thank him for trying and lean back exasperated. I've just spent another 2 hours online with Dell and still don't have the computer I ordered to show for it.
Of course, there is no call back. No computer checked or ordered for me.
But, Tuesday I get an email coupon from Dell and this one works for 2720's. So I go in and reorder the computer by myself. I know better than to talk to anyone from Dell lest they cancel my order and drop me into the black hole of support again.
Wednesday evening I get a call from Dell tech support asking me how everything is going. Really!!! I specifically asked them to put in my file to NEVER follow up call me again unless they read my file and could actually help me. The guy then goes off for 15 minutes to read my very long file. He comes back and tells me support shipped a replacement computer! What!!! I ask him if he is sure because they were supposed to call me first. He says he is sure. I ask him for an shipper number and he gives me the shipper number of the one I ordered myself. At this point I'm still not sure if Dell is shipping me another computer and he is confused or if he thinks the one I independently ordered is from support. It is especially confusing because he says the order was shipped Wednesday and is due Friday which is a day later than the one I ordered. I decide to NOT tell him about my order because I do not want to do anything that might risk them stopping it from arriving.
Thursday the computer I ordered arrives and it is the correct computer! Finally!!!! Now all I have to do is make one more call to Dell to get them to match the original price (for some reason this one came out higher even with the coupon.)
Of course, I'm also concerned Dell might actually be shipping me another computer but I won't know until the end of Friday....or maybe not even then.
Moral of the story and advice for anyone dealing with Dell. If they make a mistake on your order or send you a broken computer DO NOT LET THEM TRY TO FIX IT BY SENDING SOMEONE TO SERVICE YOUR COMPUTER OR SEND YOU AN EXCHANGE. RETURN IT IMMEDIATELY AND REORDER.
Here is the short version for people who don't want to read the entire thing.
1. Ordered computer from Dell Outlet center with discount coupon.
2. They send incorrect computer.
3. They send incorrect replacement parts.
4. They send incorrect exchange computer (now have two incorrect computers.)
5. There are at least 4 "follow-up" calls to see how things went. The guy who follows up has not read my file and has no clue that nothing has been resolved.
6. They tell me they can't send me a computer different than the one I already have.
7. They send 5 return labels for 2 computers.
8. They promise to match price if I reorder but then place re-order on hold and never call me back.
9. Total time spent at this point is 28 days and 15-20 hours on the phone and chat with Dell support.
10. I reorder computer myself with different coupon.
11. Reorder arrives two days later and is exactly the correct computer I ordered in the first place.
12. Final step is to get a price fix on reorder.
dlauring
18 Posts
0
May 2nd, 2014 08:00
Here is a chat log example with specific name and number info deleted to meet forum rules. This was the last chat where I almost got the correct computer shipped to me.
Time Details
04/28/2014 03:53:35PM Session Started with Agent (X)
04/28/2014 03:53:35PM Me: "."
04/28/2014 03:53:43PM Agent (X): "Welcome to Dell Outlet Sales Dept. My name is X, How can I assist you ?"
04/28/2014 03:54:06PM Me: "X, I have a computer in my cart. Can you see it?"
04/28/2014 03:54:14PM Me: "111 is the number"
04/28/2014 03:54:19PM Agent (X): "It will be a pleasure to assist you with that"
04/28/2014 03:54:40PM Me: "111"
04/28/2014 03:55:02PM Agent (X): "System ID: 111
XPS 27 - 2720
Certified Refurbished - SA
System Price: $1,399.00
Processor Processor: Intel Core 4th Generation i5-4430 Processor (6M Cache, up to 3.2 GHz)
Operating System Windows 8
Hard Disk Drive 1TB 7200 rpm SATA 6Gb/s Hard Dri"
ve
Memory 8GB Dual Channel DDR3L at 1600MHz
Media Bay Slot load DVD Drive (Reads and Writes to DVD/CD)
Video NVIDIA GeForce GT 750M 2GB DDR5 with TPM V1.2
Base Dell Outlet XPS 27 – 2720
System Color 27 inch LED Backlit Touch Display with IPS/Anti Gla
re and Adobe RGB QHD resolution (2560 X 1440)
Web Camera Integrated 2.0 Mega Pixel Web Camera
Keyboard Dell KM714 WIRELESS keyboard & Mouse
Network Interface Card Killer Wireless-N, 1202 for Video & Voice + Bluetooth 4.0
Hardware Upgrade 120V Power Co
rd
32 GB SSDR mSATA Full Card
Stand
Office Software Microsoft Office 365 - 1 Month Trial (Internet access required to install & activate)
Software Upgrade Windows 64 Bit
Windows 64 Bit
04/28/2014 03:55:11PM Agent (X): "To better recommend a system that fits your needs, what is the usage you will give to this computer, what is your budget and when do you need your system?"
04/28/2014 03:55:13PM Me: "Yes. I'm afraid it will get booted out."
04/28/2014 03:55:47PM Me: "X, I'm buying this system to replace a previous bungled Outlet Center computer."
04/28/2014 03:56:42PM Me: "I ordered a similar system 3 weeks ago. Instead of the one with the discrete graphics card I got shipped the baseline system."
04/28/2014 03:57:09PM Me: "They tried to fix it and instead sent me another baseline system."
04/28/2014 03:57:37PM Me: "They told me the only thing to do was reorder and contact Outlet Sales and they could match my original price."
04/28/2014 03:57:40PM Agent (X): "Video NVIDIA GeForce GT 750M 2GB DDR5 with TPM V1.2"
04/28/2014 03:57:45PM Me: "So that is what I'm doing."
04/28/2014 03:57:47PM Me: "yes."
04/28/2014 03:58:03PM Agent (X): "let me know who was helped before to contact him"
04/28/2014 03:58:14PM Me: "This is the same price as the one I ordered three weeks ago that was also supposed to have the discrete graphics card."
04/28/2014 03:58:40PM Me: "I have gone through a dozen support people."
04/28/2014 03:59:00PM Agent (X): "no problem"
04/28/2014 03:59:15PM Agent (X): "please let me know you customer number or your last order number to check it"MeDaniel Lauring: "My previous order was ----- is order number."
04/28/2014 04:02:16PM Agent (LA_DHS Reynaldo 86564): "For quality and security purposes please verify account info : phone number, full name and address"
04/28/2014 04:03:17PM Me: "Phone number, Address"
04/28/2014 04:04:05PM Agent (X): "please hold on"
04/28/2014 04:11:40PM Me: "What is up?"
04/28/2014 04:12:12PM Me: "It has taken so long the system got kicked out of my cart. Luckily it was still available to I added it back again"
04/28/2014 04:14:50PM Agent (X): "excuse me please I have some issues with the system, my answers are delayed..."
04/28/2014 04:15:16PM Agent (X): "let me search for one similar to help on your purchase"
04/28/2014 04:19:45PM Agent (X): "please check this follow"
04/28/2014 04:19:46PM Agent (X): "Dell Outlet XPS 27 – 2720
Processor: Intel Core 4th Generation i5-4430 Processor (6M Cache, up to 3.2 GHz)
8GB Dual Channel DDR3L at 1600MHz
1TB 7200 rpm SATA 6Gb/s Hard Drive
32 GB SSDR mSATA Full Card
Slot load DVD Drive (Reads and Writes to DVD/CD)
NVI"
DIA GeForce GT 750M 2GB DDR5 with TPM V1.2
Killer Wireless-N, 1202 for Video & Voice + Bluetooth 4.0
Microsoft Office 365 - 1 Month Trial (Internet access required to install & activate)
27 inch LED Backlit Touch Display with IPS/Anti Glare and Adobe RGB
QHD resolution (2560 X 1440)
Integrated 2.0 Mega Pixel Web Camera
Dell KM714 WIRELESS keyboard & Mouse
Windows 8
1 Year Enhanced Support (Premium Phone Support + In-Home Service after Remote Diagnosis)(Included in Price)
$1,399.00
04/28/2014 04:20:55PM Me: "That looks like it. While I was waiting for you someone contacted me from the support line. I'm on hold with him."
04/28/2014 04:21:11PM Me: "Please give me a second to see what is happening with that."
04/28/2014 04:21:11PM Agent (X): "ok"
04/28/2014 04:21:39PM Agent (X): "no problem, let me know who is contacting you"
04/28/2014 04:24:10PM Me: "Ok. I'm still on hold."
04/28/2014 04:24:22PM Me: "I'll let you know as soon as he comes back on."
04/28/2014 04:24:30PM Me: "Sorry, I don't have control of that."
04/28/2014 04:30:05PM Me: "He came off hold. He said he was trying to send me a system but can't verify it is correct."
04/28/2014 04:30:13PM Meg: "His name was Y."
04/28/2014 04:30:31PM Agent (X): "ok"
04/28/2014 04:30:32PM Me: "He said he needed to call the warehouse and verify the system is correct."
04/28/2014 04:30:46PM Me: "He said he'd call back in a day or two."
04/28/2014 04:30:52PM Agent (X): "if you want you can continue with him"
04/28/2014 04:30:57PM Me: "Do you think the one you have is correct."
04/28/2014 04:30:57PM Agent (X): "to obtain a better assistance"
04/28/2014 04:31:05PM Me: "I would love to continue."
04/28/2014 04:31:12PM Me: "I just want to get the correct system."
04/28/2014 04:31:16PM Me: "I"
04/28/2014 04:31:26PM Me: "I'd hate to have to wait for more days."
04/28/2014 04:32:07PM Me: "Let's continue"
04/28/2014 04:40:14PM Me: "You still there, X?"
04/28/2014 04:41:58PM Agent (X): "yes"(X): "please excuse me I had some issues with my system"
04/28/2014 04:42:12PM Agent (X): "I'm back"
04/28/2014 04:43:03PM Me: "No problem."
04/28/2014 04:45:38PM Agent (X): "ok"
04/28/2014 04:47:10PM Agent (X): "Actually your case was escalated to provide the right product"
04/28/2014 04:47:30PM Agent (X): "please wait for response from voice Outlet team"
04/28/2014 04:47:51PM Agent (X): "because this system has an error in typing"
04/28/2014 04:48:16PM Agent (X): "says have a discrete video card but they have a integrated video card"
04/28/2014 04:48:33PM Agent (X): "I recommend wait for the contact to obtain the right system"
04/28/2014 04:49:24PM Me: "OK. I guess I'm back to square one. Thanks for trying, Reynaldo. You are one of the few bright spots in this entire process"
04/28/2014 04:49:46PM Agent (X): "sure Me"
04/28/2014 04:49:58PM Agent (X): "I'm sorry about the inconvenience"
04/28/2014 04:50:06PM Me: "Not your fault."
04/28/2014 04:50:10PM Me: "Thank you for trying."
04/28/2014 04:50:18PM Agent (X): "Do you have any feed back on the service I provided and is there anything else I can help you with today?"
04/28/2014 04:52:13PM Me: "You did as much as you could. I just have to wait to see what happens now. Thank you again and have a good day. Good bye."
04/28/2014 04:52:28PM Agent (X): "It has been a pleasure assisting you today, Thank you for contacting the Chat Outlet Sales Department.
Please take a few minutes of your time to fill out the survey that will appear as soon as we close this session,
this will help us improve our service"
s and provide better assistance. Have a nice day!
dlauring
18 Posts
0
June 14th, 2014 04:00
Update: Nearly two months later and still dealing with the financial repercussions.
Here is what happened since I last posted.
1. Called Dell to get price correction.
2. Received bill for first computer.
3. Checked Dell financial services online and saw I was now billed for two computers, 1st one and second one I bought at higher price (price match not done.)
4. Called Dell back to say I should only owe for one and it should be the first price, not the higher price. I was assured this would be fixed.
5. Received 2nd bill from Dell for two computers plus $25 dollar late fee for not paying on time.
6. Decide to pay for 2nd computer (only one I actually have) before due date. I send Dell payment for original price because that was what I was promised to owe.
7. Received no less than 3 calls and 2 emails saying they haven't received the returned computer.
8. Another call to Dell where the guy tells me, after I give him their FedEx tracking numbers, Yes, they are received. He isn't sure why I don't have credit. He forwards me to someone else who will handle it.
9. More calls...more checks to see if fixed (it isn't.)
10. Finally reach someone who tells me problem is that one computer return was credited to original purchaser of computer, not me (these were refurbs.) He also says he will fix it and zero out my account so I won't owe anything. I'm a bit nervous, I tell him because it is only 6 days till next billing cycle and I don't want another late charge. He says not to worry.
11. On day bill is due I go back into account and find that finally computer charge is gone, but $25 dollar late fee is still there plus difference in price between first and 2nd computer.
12. Call Dell again and they promise to remove late fee but have to forward me to someone else to fix price discrepancy. That person, a "specialist" says they first have to issue a payment delay so I don't get charged another late fee. Then they have to issue a credit for the late fee. Finally, they issue a credit for the difference.
13. Today I checked my account and the late fee is gone but the price difference is still showing up on the account.
Sigh. I'll wait a week and check back and if it isn't fixed I'll call Dell back again. I've lost track of how many hours I've spent on the phone and in chat sessions with Dell.